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VoIP Technician

2 months ago

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Job DescriptionJob Description

Company Overview

Smart City Telecom is a full-service telecommunications company that has been serving the residents and businesses of Celebration, Lake Buena Vista, and Bay Lake, Florida since 1969 and we're now expanding our service to the greater Central Florida market. With a deep heritage in delivering solutions, with a top-down commitment to customer satisfaction, Smart City Telecom provides cutting-edge Internet and voice services that are unrivaled in the industry.

While Smart City Telecom is continuously updating our products and services to make sure that we deliver the highest quality, we continue to live by the core values upon which we were founded. Above all else, we operate with integrity without compromise – we deliver what we say we will deliver, and we do right by all of our customers, business partners, and vendors.

We are committed to recruiting, developing, rewarding, and retaining the best possible candidates in the workforce. We strive to assist our team members in accomplishing both individual and overall organizational goals. We provide a work environment where people can drive results, develop and grow their careers. We recognize the individuality of each of us and we are on a mission to create a workplace where you can grow and succeed. At Smart City Telecom, we stand for integrity, efficiency, problem solving, equity, and character in all of our relationships and interactions. Our focus is on promoting growth, accountability, and empowerment in the company.

Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

  • Install and program Hosted Voice services which may include some or all of the following functionality: Chat; Presence; Voice; Mobility; Audio; Web; Web Conferencing; Desktop Sharing; Call Control; Speech Recognition, Speech-to-Text, Text-to-Speech, and Unified Messaging; Call flow design; Call Reporting management.
  • Employ appropriate troubleshooting techniques for Hosted Voice services.
  • Provide Tier II services to the NOC and Customer Service center personnel for Hosted Voice service issues.
  • Complete work orders for moves, adds, changes, and deletions on company supported product lines.
  • Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients.
  • Receive, plan, and prioritize jobs/work orders via centralized resource management as assigned daily.
  • Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing, work order progress & completion, time, and materials for client SLAs, etc.
  • Read and understand a SIP flow packet capture specifically regarding issue resolution.
  • Transport a variety of items (e.g. tools, equipment, supplies, etc.) to ensure availability of materials required at client site.
  • Contributes to various projects working with minimal supervision, including aiding other departments and team members, as directed.

Qualifications – The ideal candidate for this position will demonstrate:

  • Competency and experience in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Ability to quickly learn propriety software and work with cloud-based and mobile technology.
  • Eagerness to adapt existing processes to new, improved systems.
  • Excellent organizational skills, time management, initiative, attention to detail, accuracy, follow through, and problem-solving skills.
  • Strong interpersonal communication and customer service skills with ability to communicate technical information both verbally and in writing to explain complex situations in simple terms.
  • Well-developed decision-making, analytical, and critical thinking skills.
  • Ability to work independently, multi-task, and achieve deliverables in an accurate and organized fashion in fast-paced environment carrying tight SLAs.
  • Ability to represent the company in a professional manner always.
  • Ability to effectively train customers on all deployed systems with a sense of account ownership.
  • Possess a proactive attitude within the team through mentoring and knowledge sharing.
  • Confident team player who is highly collaborative and flexible with the ability to effectively work cross functionally with other team members at all levels within the organization, as well as customers and outside vendors/partners, with a vital interest in contributing to the success of the company's goals and strategic vision.
  • Experience with Low Voltage Cabling.
  • Experience with PSTN (Public Switch Telephone Network)/SIP, VoIP Configuration and Deployment, Auto-Attendant/Contact Center.
  • Knowledge of LAN/VLAN, IP Configuration.
  • Proven ability to install, service, program, test, and troubleshoot Hosted Voice systems; familiarity of PBX and Legacy Voice products.

Working Conditions

  • Work schedule with in-office/work site. Schedule may vary depending on business needs.
  • Intermittent indoor office working environment with prolonged sitting.
  • Outdoor working environment with seasonal heat, cold, and other inclement weather conditions.
  • Driving company assigned vehicle to/from work sites in a safe and responsible manner during adverse weather conditions, heavy/light traffic, or at night.
  • Work sites are varied and may involve extensive walking on diverse types of terrain, working around objects and machinery in construction areas, and may require confined space entry and ability to work in elevated areas.
  • Regular use of hands and fingers to operate specialized equipment and tools; reaching overhead above the shoulders and horizontally, bending at the waist; standing and or walking for extended periods of time; lifting objects up to 50 pounds or lifting more than 75 pounds with tool aids.

Other Requirements

  • Minimum of 2 years’ experience in Hosted Voice/Unified Communications.
  • Previous experience with small business unified communications platforms like Netsapiens SNAPSolution, RingCentral, or 8x8 provisioning, preferred.
  • Ability to see and distinguish different colors, read small print, and hear/recognize audible signals.
  • Ability to safely utilize step and extension ladders (up to 25ft) or other equipment at higher elevations, as appropriate.
  • Ability to work in confined spaces and outside in all weather conditions and at various hours of the day/night.
  • Must be available and respond to after hour callouts, work overtime, shift, weekends, and holidays, as required, during Hosted Voice outages until resolved.
  • Must be able to pass a criminal background check and drug screening.
  • Must have a valid Driver’s License with a satisfactory driving record.

Benefits Include (Full-Time Team Members)

  • Competitive Salary Commensurate with Experience
  • Medical, Dental, and Vision
  • Supplemental Benefits - Accident, Critical Illness, Hospital Care
  • Life and Disability
  • Flexible Spending Accounts
  • 401K with Match
  • Life Assistance Plan
  • Wellness Plan
  • Vacation, Personal, Sick, and Holiday Pay
  • Ongoing Professional Training & Educational Reimbursement Program
  • Team Member Recognition Programs

As part of our standard hiring process for new employees, employment with Smart City will be contingent upon successful completion of a pre-employment drug screening, background check, and motor vehicle check.

Smart City is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Smart City is an E-Verify employer.

No Outside Agencies.